At a Glance
- Tasks: Help customers with their queries via email, live chat, and calls while ensuring top-notch service.
- Company: Join a forward-thinking company transforming the rental experience for tenants and landlords.
- Benefits: Competitive salary, bonus, generous leave, wellness perks, and personal development budget.
- Other info: Hybrid role with clear growth opportunities and a supportive team culture.
- Why this job: Make a real difference in people's lives while growing your career in customer support.
- Qualifications: Experience in customer service, strong communication skills, and a passion for helping others.
The predicted salary is between 26500 - 37000 £ per year.
Our Customer Support team help our customers get the best out of our product. They support our tenants, letting agents, landlords and other partners activate new plans, manage existing plans and arrange payment for charges at the end of the tenancy. You will have a varied workload and our focus is on quality rather than just churning out automated responses. You will still need to work quickly and effectively, but you will take the time to really understand what a customer needs and aim for first-time resolution.
What you’ll be doing:
- Respond to requests for help from our tenants, agents, landlords and other partners over email, live chat and inbound calls.
- Support the tenancy activation process by validating reference information against platform records, raising discrepancies with agents, and coordinating efficient resolution to ensure timely progression.
- Make outbound calls to proactively contact tenants with pending charges.
- Build an expert knowledge of our processes and workflows.
- Work as part of the Customer Support team and liaise with other departments within the business to ensure we provide the best service to our customers.
About you:
You will receive plenty of training and development when you start in the role so here’s what we look for in our Customer Support team:
- Previous experience providing customer service over the phone and email.
- Empathy for our customers with a genuine desire to offer the best possible outcomes for them.
- Self-motivated individuals that take pride in what they do, are accountable for their own work and own their learning plan.
- Someone comfortable with change, able to adapt quickly and show resilience.
- Clear communicators who can build rapport and bring their personality to work.
- Comfortable navigating various systems, processes and workflows.
Successful candidates for this role may also have had job titles such as Customer Operations, Helpdesk, Customer Experience, Customer Success, Service Desk, Contact Centre, or Client Support.
Location: Hybrid (1 day a week working from our office in central London).
Development & progression:
We have a clear structure for growth in the Customer Support team. You will develop skills to retain our customers, strengthen your communication style and improve our product as we continue to grow. There are also lots of opportunities to continue your career either in Customer Support or across the business. Whatever your future holds, we will work with you on the best options to put you on the right track.
About us:
In the UK, £5.2 billion is locked up in traditional deposit schemes that offer a poor experience for everyone. Our vision is to change that and make every rental experience positive for landlords, agents, and tenants. Our solution allows tenants to secure a new home with a small check-in fee instead of paying for a costly deposit, whilst giving landlords up to double the protection of traditional deposits. Over the last 5 years, we’ve helped over 30,000 tenants save £25 million in upfront costs and provided increased rental protection on 2,000 properties. As well as improving our core product, we’re identifying, testing and launching new innovations to make every rental experience a positive one.
About our benefits:
- A starting salary of £26,500.
- 10% annual bonus.
- 25 days annual leave, plus an extra day for every year you’re part of the team.
- £1,500 personal development budget.
- Monthly well-being allowance and weekly wellness hour.
- Private medical insurance with Vitality.
- Regular socials, team activities and workshops, both in-person and remote.
Customer Support Associate (hybrid) employer: Flatfair Limited.
flatfair is an exceptional employer that fosters a dynamic and collaborative work environment, perfect for those looking to make a significant impact in a growing company. With a focus on employee development and a hands-on approach to leadership, you will have the opportunity to shape the commercial strategy and drive meaningful change alongside a talented team. The hybrid working model allows for flexibility while maintaining strong connections through regular office attendance in London, making it an ideal setting for ambitious professionals seeking rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Associate (hybrid)
✨Tip Number 1
Get to know our product inside out! Familiarise yourself with how we help tenants, agents, and landlords. This way, when you chat with us during the interview, you can show off your knowledge and passion for what we do.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers over email, live chat, and calls, it’s crucial to convey empathy and clarity. Try role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Show us your adaptability! We love self-motivated individuals who can handle change. Think of examples from your past where you’ve had to adapt quickly and share those stories in your interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team and making a difference in the rental experience.
We think you need these skills to ace Customer Support Associate (hybrid)
Some tips for your application 🫡
Show Your Personality:When you're writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A touch of humour or a personal story can make your application stand out.
Tailor Your Application:Make sure to customise your application for the Customer Support Associate role. Highlight your relevant experience and skills that match what we’re looking for, like your ability to empathise with customers and resolve issues effectively.
Be Clear and Concise:While we love a good story, keep your application clear and to the point. Use straightforward language and avoid jargon. This shows us you can communicate effectively, which is key in customer support!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the process. Plus, it’s super easy!
How to prepare for a job interview at Flatfair Limited.
✨Know the Product Inside Out
Before your interview, take some time to familiarise yourself with the product and services offered. Understanding how the customer support team helps tenants, agents, and landlords will show your genuine interest and help you answer questions more effectively.
✨Showcase Your Empathy
During the interview, highlight your ability to empathise with customers. Share examples from your past experiences where you went above and beyond to resolve a customer's issue, demonstrating that you truly care about providing the best outcomes.
✨Prepare for Role-Playing Scenarios
Expect to engage in role-playing exercises during the interview. Practise responding to common customer queries or complaints, focusing on clear communication and first-time resolution. This will help you showcase your problem-solving skills and adaptability.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask thoughtful questions about the team dynamics, training opportunities, and growth paths within the company. This shows your enthusiasm for the role and your desire to be part of a supportive environment.
